Technical Support Engineer

Duties:

Provide technical support to ScienceLogic customers by answering telephone calls replying to emails and utilize ticketing system in line with departmental measures with a focus on high quality accuracy and customer satisfaction. Assist Client with Licensing issues during installation. Help customers with DRBD configuration and troubleshoot issues when it gets out of sync. Document and record all activity and communication with customers according to departmental standards of quality. Use Salesforce Service Cloud to record all activity in the department’s ticketing system updating cases within SLA guidelines so progress can be tracked with each customer’s incident. Troubleshoot Linux Operating systems and performance using Linux tools like TOP ps df commands to monitor file system performance to make sure that file systems does not exceed capacity. Perform hands-on installation configuration and troubleshooting of ScienceLogic appliances which includes the installation of Oracle RHEL MariaDB.  Assist clients with configuring ScienceLogic SL1 platform to monitor the availability and performance of Docker containers. Using TCP/IP knowledge to configure the network configuration for communication between the appliances. Upgrade and patching Client systems with knowledge of YUM RPM. Use JIRA system to coordinate with Engineering on product issues including design features and defects. Use Ateam and Service cloud to monitor SaaS platforms to assist on issues related to ScienceLogic SL1 features such as Data Pull DRDB replication problems Linux filesystem thresholds ScienceLogic SL1 backups etc. Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental Best Practice. Use and create knowledgebase articles based In Salesforce Community on new product information support incidents and/or common or critical issues. Telecommuting Permitted.

Requirements:

Master's degree in Computer Science or Engineering or related field and one (1) years of experience in the job offered or in a related occupation.

Experience must include 12 months of experience in the following:

• Designing and developing QA documentation (Test Cases/Test scenarios) from business and functional requirements.

• Writing test cases for checking the populated data correctly into fact and dimension tables.

• Performing regular system walkthroughs and inspection meetings to understand the business rules and system operation flows

• Creating and updating test scenarios test plans and test cases according to use case and design requirements.

• Identifying and documenting defects to ensure applications functionality generated bug reports and submitted test report.

About ScienceLogic

ScienceLogic is a leader in IT Operations Management providing modern IT operations with actionable insights to resolve and predict problems faster in a digital ephemeral world. Its solution sees everything across cloud and distributed architectures contextualizes data through relationship mapping and acts on this insight through integration and automation.

www.sciencelogic.com